Local Government
Driving local government digital transformation
Overview
Empowering local government with cloud contact centre platforms designed for rapid innovation, scalability, and flexibility.
Understanding citizen needs at the right time to deliver good CX and a personalised experience. At Kerv, our expertise in digital transformation for local government can help you shape your citizen journeys with AI-assisted solutions to improve engagement.
You can manage multiple channels of communication with citizens within one platform (email, phone, website, social, SMS, video).
We are delighted to be partnering with SOCITM again in 2025 and will be sponsoring the President’s Conference in June.
The Kerv Approach
We’re working with many Local Government organisations to accelerate their digital innovation and citizen engagement
Local Government Forum and quarterly roundtable sessions
Run with Genesys and a Local Government expert who has 25+ years’ experience within Customer Services. We are offering our top tips and advice.
Kerv & Genesys Local Government Storyboard
Insights into how local government can undergo digital transformation, innovate their CX and improve the agent experience.
Crown Commercial Service’s supplier
We are on the following technology Government frameworks to sell our services: G-Cloud 13 and RM3808.
At a Glance
councils regularly attend our Local Government Roundtables, sharing ideas, challenges and solutions,
Local Government organisations have migrated over to Genesys Cloud in the past 12 months with Kerv.
years of experience in working with clients in the Local Government sector.
Local Government Roundtable Series
Local Government Roundtable Series
We’re working with many Local Government organisations to accelerate digital plans, during and beyond the crisis. Through drawing up effective and intuitive roadmaps, simplifying cloud adoption, and uncovering CX innovation.
Local Government: Customer Service to Customer Experience
We recently hosted a Local Government virtual event which provided an opportunity for Councils to speak freely about their most pressing customer service challenges. View our infographic to find out what our key findings were from our session.
Local Government: How Councils Can Effectively Manage Digital Channels
At our second Local Government virtual event we discussed how councils can effectively manage multiple digital channels across a spectrum of services, whilst delivering a good customer service. View our infographic to find out what our key findings were from our session.
Local Government: Post-Covid Digital Evolution and InnovationÂ
At our third Local Government virtual event we discussed how Councils can digitally innovate whilst managing the risks of technology within customer service. We also looked at how Councils could bring all customer data and contact centre interactions into one place.
View our infographic to find out what our key findings were from our session.
Local Government: How Councils can Utilise Automation and AI within their Customer Services Operation
At this virtual event we discussed how councils can effectively use digital bots within Genesys Cloud to improve the citizen experience, promote self-serve and improve quick resolution times. Our two use cases were council tax payments and child registration. View our infographic to find out what we showed in the platform.
Local Government: The Role of AI in Government, Driving Operational Costs Down Whilst Improving Citizen Experience
At this virtual event we brought local government service leaders together with contact centre technologists to demystify and make sense of the latest AI advances, being mindful of the cost of living pressures.
Local Government: The Role of AI in local government: Leveraging technology while reducing costs
At our seventh virtual roundtable we had an interesting discussion with local governments and contact centre experts about the balance of utilising the best of AI with the continuing need for human empathy.
Read more about the key takeaways in the latest infographic.
Local Government: Transforming your Digital Citizen Experience with AI
The business case for citizens to self-serve is becoming ever more compelling, thanks to advances in AI, open APIs, and cloud platforms. Yet, that doesn’t mean
every single interaction ought to be automated. In our eighth virtual roundtable we discussed this topic with local government contact centre leaders and concluded that AI has its place but there’s no substitute for the human touch.
Read more in the latest infographic.
Local Government:Â Empower your agents with AI
With AI moving so fast, it is important councils are investing in the right tools for their agents. In this roundtable we heard from customers Walsall Council about how they’re using Agent Assist and sentiment analysis to overcome the expertise loss of their aging workforce and from West Lindsey District Council who have recently implemented Genesys, migrating from a much older system, and how they plan to take advantage of all the latest AI technology to help their agents.
Read more in the latest infographic.
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